Customer Service Representative
LOCATION: Ellesmere Port
EMPLOYMENT TYPE: Permanent
JOB DESCRIPTION
Vacancy Title: Customer Service Representative
Vacancy Location: Ellesmere Port
Engagement Type: Permanent, Full-Time
Your Company
Survitec are the world’s largest survival technology provider. For over 166 years, we have been protecting lives in the air, on land and at sea, through the design, manufacture, and servicing of Survival Technology.
Today, we are a global community of 3,000 professionals with presence in 96 countries partnering with our customers to provide innovative solutions that reduce risk and help keep you safe.
That is why the world's leading maritime, defence & government, energy and aerospace organisations trust us when it matters most and why we have been awarded the Gold Award by the UK Defence Employer Recognition Scheme.
About the role
Do you have experience of assisting with the planning, coordination and execution of customer programs? Managing quotations, orders and enquiries? Do you have a proven track record of developing customer relationships and providing support to Program Managers?
If so, our RFD Beaufort Division in Ellesmere Port has the perfect role for you. The Customer Service Representative plays a crucial role in supporting customers throughout the journey of their orders as well as communicating customer insight to both the Operational and Sales teams.
The Customer Service Representative will provide support to Program Managers to ensure that all aspects of the customer program are running smoothly and maintained as well as working closely with internal departments, external partners and stakeholders to gather necessary information and resources to support the customer.
Key responsibilities
1. Build and maintain customer relationships.
2. Responsible for customer daily account management, providing quotations, sharing product knowledge, dealing with customer enquiries & complaints.
3. Being first point of contact for the customer, dealing with all customer enquiries & complaints when required.
4. Responsible for handling any customer escalations within RFD Beaufort promptly and appropriately, liaising with appropriate departments/Heads of departments as and when required.
5. Manage orders from point of quotation to final delivery, ensuring progress is tracked, communicated, identifying potential issues and implementing solutions to ensure targets are met.
6. To ensure regular contact is maintained with the customer and to develop customer relationships further.
7. Work daily within the ERP system and Salesforce recording and maintaining customer accounts.
8. Provide timely and accurate analysis and progress reporting in line with customer order books.
9. Produce daily/weekly statistical analysis and reporting on KPI’s.
10. Develop effective internal working relationships across RFD Beaufort sites and provide high-quality professional support in the delivering of our business strategy and plans.
11. Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gains or maintains external professional accreditation where relevant to improve performance and fulfill personal potential.
12. Other duties assigned by your manager from time to time.
Key Skills & Attributes
1. Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.
2. Plans and prioritizes work to meet commitments aligned with RFD Beaufort Ltd goals.
3. Builds strong customer relationships and delivers customer-centric solutions.
4. Holds self and others accountable.
5. Understands how to manage complex policy, process, and people-related organizational dynamics.
6. Finds solutions to complex, high quantity, and sometimes contradictory information to effectively solve problems.
7. Relates openly, confidently and comfortably with diverse groups of people.
8. Handles conflict situations effectively.
9. Takes on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm.
10. Adapts approach in real-time to meet shifting demands of different situations.
11. Familiarity with program management and development procedures.
Experience & Qualifications
1. 1-3 years proven experience as a Customer Service Representative or in a relevant position.
2. 1-3 years of experience delivering high quality work unsupervised to achieve specific goals and results.
Why You Should Work for Us
1. 33 days holiday including public holidays plus additional day off to celebrate your birthday.
2. Life assurance up to 4 x salary.
3. Pension scheme.
4. Professional Development Opportunities.
5. Employee Assistance Programme.
6. Workplace Reward & Recognition scheme.
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